Specialist Solution Engineer, ITSM

Salesforce is the #1 AI CRM, driving innovation and customer success through cutting-edge solutions. The Specialist Solution Engineer role focuses on supporting the Agentforce IT Service, demonstrating its capabilities, and helping customers automate IT tasks through AI-powered solutions.

Responsibilities:

• A Solution Engineer plays a pivotal role in aligning innovative strategies to technology solutions within complex accounts. This role focuses on partnering with clients and collaborating with internal team members and C-level client contacts to drive consensus on multi-product technology solutions
• Solutions Engineers work on a wide array of assignments including business development, operations and IT strategies, as well as executive level product demonstrations. This person must assume the role of trusted advisor for driving innovative solutions forward while also improving business performance
• Business Problem Solving: Take ambiguous and sophisticated business problems and using research and business assessment capabilities, define the problem, drive innovative ideas, define the opportunity set, and recommend practical next steps
• Innovation Management: Bring focus to a client's decision making process by communicating and evaluating solution options, and driving consensus among key collaborators. In some instances, we help our clients develop new decision frameworks and governance processes that continue to deliver value far beyond a particular engagement
• Connect Experiences: Demonstrate through software demos and rapid prototyping how connected experiences come to life with The Salesforce Solutions. This includes the delivery of executive level software demonstrations, construction of future state customer journey strategies, and developing long term IT roadmaps
• Solutioning is fundamental to the SE role. It is important to realize that a component of the responsibilities will include assisting the customer, Account Executive and Professional Services team with the discovery, analysis and ultimately the recommendation of strategic solutions for the customer by delivering transformational pitches based in live product demonstrations to validate
• These Solutions will use all of the Salesforce ITSM technologies to address the core challenges and objectives that are uniquely identified for each customer
• Discover the customer's business needs, and position the best Salesforce solution to achieve those business objectives
• Build and present customized solutions and demonstrations focused on Salesforce ITSM products to multiple customer personas showing how Salesforce will accelerate their business strategies and a path to value
• Convey a deep understanding of the customer's architecture as it pertains to Salesforce's solutions
• Orchestrate and lead cross-functional solutions guides, and align them to the opportunity strategy
• Participate in all appropriate product, sales, and procedural training and certifications to acquire and maintain the knowledge vital to be effective in the position
• Ability to travel based on territory alignment and region

Requirements:

• B.S. Computer Science, Software Engineering, MIS or equivalent relevant experience required
• Knowledge of IT Service Management solutions
• Solid oral, written, presentation, collaboration and interpersonal communication skills
• Ability to work as part of a team to solve technical problems
• Minimum of 4 years of professional pre-sales experience